Why Avaya's Open Platform is Better for CX

Five9 Launches Five9 Fusion for ServiceNow to Deliver Unified, AI-Powered Customer Service Experiences https://lnkd.in/dRDFDTYq #CRM #customerexperience #Customerservicemanagement #CXsystems #Five9 #Five9Fusion #insights #martech360

In my role as Customer Engagement, Dynamics 365, and Power Platform enterprise architect, I have guided various transformational projects and deliveries on the platform. Over the past two years, my primary focus has been on the Dynamics 365 Omnichannel/Contact Centre, Dynamics 365 Copilot and our single pane of glass strategy. Earlier this year, I combined the two main technical capabilities, alongside other Power Platform components such as AI models, canvas controls/pages, and cloud flows, to build a proof of concept of how we could extend customer service workspace, using a low-code approach to enable physical agents to deliver a service without leaving the applications or requiring swivel chair integration to other applications. The success criteria for the proof of concept were to: - Prove that we could deliver the happy path through complex, high-volume service. - Prove that we could guide physical agents through the service steps and reduce training needs. - Prove that we could prompt physical agents with next best actions and with the contextual supporting materials (E.g. knowledge articles, quick responses and email templates). - Prove that we could provide relevant real-time information to deliver the service to reduce error rates, improve quality and speed of delivery -Prove that we could build a responsive single pane of glass solution that removed the need for the physical agent to move between different applications to deliver the service. - Prove that we could take contextual information captured during BOT or IVR interactions and use them to drive the context of the downstream service. - Prove that we could reduce average handling time across the 3 stages of interaction E.g. 1. Customer and intent identification – remove the need for the agent to ask lot of question to identify the customer and their needs. 2. Service delivery – simply service delivery to improve consistency. 3. Wrap up – reduce time required for wrap up and drive consistent customer communication. - Prove that we could use a low code solution and not overly customise to ensure new Microsoft features could be adopted easily. The following diagram outlines the high-level solution and details how low-code approaches were utilized to meet these objectives. The success of the POC has laid the tracks for the strategy to follow over the coming months and years.

🚀 Maximize Customer Support with Salesforce Service Cloud At The Growth Technologies, we empower businesses to deliver world-class customer service experiences by leveraging the power of Salesforce Service Cloud. 🔍 Why Service Cloud? Salesforce Service Cloud is not just a help desk — it's a complete solution to streamline your customer support, case management, and service automation, leading to stronger retention and higher customer satisfaction. ✅ Our Strategy: We believe in aligning Service Cloud implementation with your unique business needs. Our strategic approach includes: 🎯 Customer Journey Mapping – Understand every touchpoint to deliver contextual service. 🧩 Omnichannel Enablement – Seamless support across email, phone, chat, SMS, and social media. ⚙️ Automation with Flows & Macros – Reduce response time with intelligent workflows and self-service. 🔧 Tactics That Drive Results: Case Auto-Assignment & Escalation Rules – Ensure the right agent handles the right case at the right time. Knowledge Base Setup – Empower agents and customers with consistent, searchable answers. Einstein AI Integration – Predictive insights and recommended actions to boost first-contact resolution. SLAs & Milestones – Monitor and meet service levels effectively. 📈 Whether you’re looking to implement, optimize, or scale your Service Cloud environment, our certified experts at The Growth Technologies are ready to guide you at every step. 💬 Let’s discuss how we can elevate your customer experience. [info@thegrowthtechnologies.com] #Salesforce #ServiceCloud #CustomerSuccess #CRM #TheGrowthTechnologies #DigitalTransformation #CustomerExperience #SupportAutomation #SalesforceConsulting

Humanizing CRM: When Emotion AI Meets Salesforce In today’s digital-first world, businesses are closer to their customers than ever before, yet paradoxically, customer relationships often feel less human. We measure clicks, conversions, and cases resolved, but the most powerful driver of loyalty, human emotion, remains invisible in most CRM systems. This is where an integrated solution of Nihilent’s Emoscape and Salesforce can redefine what’s possible. The Missing Layer in Customer Understanding Emoscape is an Emotion AI engine inspired by the ancient Indian framework of Navarasa, which recognizes nine fundamental emotions i.e. joy, love, courage, fear, anger, and more. Using just a standard camera, Emoscape captures over 75 subtle body cues, eye movement, posture shifts, micro-expressions, and translates them into real-time emotional insights with remarkable accuracy. Now imagine this intelligence flowing seamlessly into Salesforce. What Happens When Emoscape Meets Salesforce? a) Sales Cloud: Sales reps gain live insights into customer excitement or hesitation during calls, improving deal outcomes and coaching effectiveness. b) Service Cloud: Cases are auto routed when frustration or stress is detected, ensuring faster resolution and higher customer satisfaction. c) Marketing Cloud & Data Cloud: Campaigns adapt dynamically based on emotional resonance, enabling hyper-personalization far beyond demographics. d) Health Cloud: Patient check-ins become more holistic, capturing emotional well-being alongside medical data. Other Salesforce Clouds such as Commerce Cloud, Financial Service Cloud, Education Cloud and Non Profit Cloud also have strong use cases for Emoscape integrated use. Why This Matters for Salesforce Customers Every Salesforce customer strives for better adoption, higher ROI, and deeper relationships. But true loyalty is built on emotional connection. By integrating Emoscape with Salesforce, businesses can: a) Anticipate needs before customers voice them. b) Personalize journeys not just by “who they are,” but by “how they feel.” c) Build healthier, more resilient employee and customer communities. The Future of Human-Centric CRM The next competitive frontier isn’t more automation, it’s augmented empathy at scale. Organizations that embed Emotion AI into their Salesforce ecosystem won’t just manage relationships; they’ll nurture trust, belonging, and brand advocacy. At Nihilent, we believe the future of enterprise success lies in blending the world’s #1 CRM with the power of emotional intelligence. Are you ready to make your Salesforce truly human? #Salesforce #CRM #EmotionAI #CustomerExperience #DigitalTransformation #AIInnovation #HumanizingCRM #SalesforceEcosystem #FutureOfWork #ThoughtLeadership

“When it comes to service, we can move faster, innovate more boldly with AI, and make a bigger impact.” - Jennifer Change, Zendesk VP Zendesk is pulling back from sales CRM to focus entirely on customer service innovation. Under CEO Tom Eggemeier, formerly of President of Genesys, the company is: ✅ Expanding cloud contact center capabilities ✅ Launching its Resolution platform ✅ Investing in workforce engagement management In doing so, Zendesk seeks to reimagine the customer service stack. Read the full breakdown: 👉 https://lnkd.in/e7nxEYgP #zendesk #sales #crm

🚀 Salesforce Winter '26: Elevating CRM with AI & Automation Salesforce's Winter '26 release introduces transformative features across Sales, Service, Marketing, and Development: Einstein GPT: Delivers hyper-personalized content, predictive lead scoring, and actionable analytics. Agentforce: Enhances IT service operations with AI-driven incident detection and root-cause analysis. Flow Builder: Introduces AI-powered decision elements and improved debugging tools. Lightning Web Components (LWC): Offers Trusted Mode for unrestricted browser API access. These advancements empower professionals to streamline workflows, enhance customer engagement, and drive data-driven decisions. 🔗 Explore the full release notes: https://lnkd.in/dSfjDr5D #SalesforceWinter26 #CRMInnovation #AIinCRM #Automation #SalesforceRelease

🌟 How SAP Business Suite with SAP Customer Experience (CX) Transforms Industries 💡 What is SAP Business Suite with CX? SAP Business Suite is a set of integrated applications that run core business processes like finance, logistics, HR, and supply chain. When combined with SAP Customer Experience (CX) solutions—covering sales, service, marketing, and commerce—it connects back-end operations with customer-facing interactions. 👉 The result: seamless, personalized, and data-driven customer journeys that build trust, ensure compliance, and drive growth. Why It Matters In today’s digital economy, every industry is becoming customer-centric. Success is no longer just about products—it’s about offering connected and compliant experiences at every touchpoint. Let’s take the Pharma industry as an example. 💊 Pharma Industry Example 🌐 360° Customer Insights Unified view of doctors, patients, hospitals, and distributors. E.g., a sales rep sees a doctor’s prescribing history and preferences instantly. 🎯 Personalized Engagement Targeted medical info and updates. E.g., oncologists get cancer-specific therapy insights, not generic updates. ⚡ Faster Sales & Service Automated requests, approvals, and urgent orders. E.g., an emergency vaccine request is processed within hours, not days. 🔄 End-to-End Integration Sales, compliance, and supply chain connected. E.g., a new prescription triggers stock, approval, and delivery checks in real time. 📊 Data-Driven Decisions Forecast demand and monitor drug adoption. E.g., analytics predicting flu medicine demand in winter. 🔒 Compliance & Security Protect sensitive trial and patient data. E.g., ensuring HIPAA/FDA compliance while sharing data securely. 📈 Business Growth Build trust and improve adoption rates. E.g., personalized engagement drives faster acceptance of new therapies. ✨ Benefits Across All Industries ✔ Deliver seamless and personalized customer experiences ✔ Break silos with end-to-end integration ✔ Enable smarter strategies with real-time analytics ✔ Scale globally with secure, cloud-ready solutions ✔ Build long-term customer relationships 🚀 Conclusion SAP Business Suite with CX is more than technology—it’s a strategic enabler. By linking operations with engagement, it helps organizations become customer-first, future-ready, and growth-driven. 👉 In a world where experience defines competitiveness, SAP CX ensures businesses don’t just meet expectations— They exceed them. #SAP #CustomerExperience #SAPCX #DigitalTransformation #PharmaInnovation #BusinessGrowth

Top CRM Tools for Call Centers in 2025: Which One Fits Your Team Best? Over the years as a Senior CSR, I’ve worked across international campaigns and seen one truth: the right CRM can transform customer support. From faster resolutions to happier customers, a CRM isn’t just a tool it’s the backbone of every call center. Today, the industry is shifting rapidly. AI is now embedded into nearly all customer interactions. But success lies in blending AI speed with human empathy. The question is: which CRM platform positions your call center for that balance? Here’s my breakdown of the top players: Salesforce Service Cloud Best for large enterprises with complex workflows, global operations, and heavy compliance needs. Einstein AI + Data Cloud makes it powerful, but it requires strong data maturity. Zendesk Designed for digital first support. If your team handles high chat and social volumes, Zendesk’s AI Agents, Copilot, and Resolution Platform provide speed, automation, and efficiency. Freshdesk (Freshworks) Ideal for scaling teams that want quick deployment and value for money. With Freddy AI, you get summaries, insights, and measurable CSAT improvements without months of setup. Zoho Desk/CRM A cost-effective option for SMBs. With Zia AI offering smart workflows, intent detection, and automation, Zoho delivers big value at a lower price point especially if you’re already in the Zoho ecosystem Industry insights: • Gartner and IDC rank Salesforce as the global leader in CRM, but Zendesk and Freshdesk are growing fast in AI driven support. • Studies show AI could touch nearly 100% of interactions in the coming years. Yet, leaders agree: customer trust still depends on humanized service. • Companies that successfully combine AI + human agents report higher CSAT, lower handle time, and stronger brand loyalty. My advice for leaders: 1. Start by assessing your channel mix (voice-heavy vs chat/social). 2. Evaluate scale and compliance needs. 3. Test AI on low risk, high-volume tasks like FAQs, order tracking, or password resets. 4. Measure CSAT, AHT, and resolution rates then expand gradually. In my experience, there’s no “one-size fits all.” The best CRM is the one aligned with your team size, customer base, and AI readiness. Question for my network: Which CRM are you finding most effective in 2025 and why? #CallCenter #CustomerService #CRM #CX #Salesforce #Zendesk #Freshdesk #Zoho #AI #CustomerExperience #Automation #BPO #SupportOps #GenAI #CXLeadership

The Future of Customer Experience: Power BI + Dynamics 365 for Hyper-Personalisation Customer expectations are evolving faster than ever. What once counted as “great service” is now just the baseline. Today, customers want experiences that are seamless, personal, and delivered in real time. This shift is reshaping how Australian enterprises approach customer engagement, and it’s where the combination of Microsoft Dynamics 365 and Power BI is making a major impact. 1. A Single, 360° View of the Customer Disconnected data is one of the biggest roadblocks to delivering meaningful experiences. Dynamics 365 solves this by bringing together customer information from every touchpoint, sales, service, marketing, and beyond into one complete view. No more silos. No more guesswork. 2. Predictive Insights That Anticipate Needs With Power BI’s advanced analytics layered on top, businesses can move beyond reacting to customer requests. Predictive insights highlight trends, buying signals, and potential issues before they surface. That means anticipating what a customer might need next and being ready to deliver. 3. Hyper-Personalisation Across Every Interaction From personalised offers in marketing campaigns, to tailored service responses, to empowering sales teams with the right information at the right time, Dynamics 365 + Power BI enables organisations to engage customers as individuals, not just numbers in a system. 4. Real-Time Dashboards and Continuous Improvement The partnership doesn’t stop at personalisation. Live dashboards give leaders visibility into performance, helping them adapt strategies quickly and continuously improve customer journeys. This isn’t just about adopting new technology. It’s about placing the customer at the center of growth. Businesses that embrace hyper-personalisation are seeing stronger loyalty, higher retention, and new revenue opportunities because they’re building relationships, not just transactions. The future of customer experience is proactive, predictive, and deeply personal. With Dynamics 365 and Power BI, Australian enterprises have the tools to not only meet rising expectations but also to exceed them. Learn more: https://lnkd.in/gzGWb6cu

"By 2027 CRM screen time is projected to fall 50 percent." ~ Gartner This projection made me curious: why is this happening, and how can organizations prevent themselves from falling behind? There are FOUR important pillars that shapes Operational Excellence: Customer experience | End-to-end process management | Innovation and continuous improvement | Employee experience Today's focus will be on customer engagement and CRM. Customer engagement is changing fast. It is shifting from limited touchpoints (traditional) to ongoing conversations supported by real time data, AI and connected platforms. Companies that adopt intelligent engagement will lead. So how do organizations get there? By shifting from traditional CRM to AI-native engagement through a clear, step-by-step process. 1. Capture real-time feedback Design two-way feedback system to proactively collect insights from customers, turning them into partners in your transformation. 2. Pilot AI-driven engagement Start small with AI assistants, predictive analytics, and automated workflows to test impact and efficiency. 3. Empower business users Give teams AI capabilities (AI agents) to handle routine tasks, freeing IT for complex, high-value work. 4. Scale and optimize Expand AI-native engagement across channels, implement hyper-personalization, monitor results, and refine continuously for better outcomes. How is your organization staying ahead in the shift to AI-native customer engagement?